When you turn on Einstein Service Replies in Salesforce Go, these settings become active.
Required Editions
| Salesforce Go is available in Lightning Experience |
| Available in: Pro Suite, Professional,Enterprise, Unlimited, and Developer editions with Agentforce Service (formerly Service Cloud) |
Default Settings
Einstein Service Replies interacts with other features, so it's important to understand its effects when enabled.
| Setting | What It Does | Considerations |
|---|---|---|
| Turn on Email-to-Case | Enables Email-to-Case and all of its automated setup settings in Salesforce Go. |
Required for Einstein Service Replies for Email. After you turn on Email-to-Case, you can’t turn it off, but you can update its settings. |
| Turn on Knowledge | Enables Lightning Knowledge. | Required for grounding Einstein Service Replies for Chat and Einstein Service Replies for Email in Knowledge articles. |
| Turn on Enhanced Chat | Enables Enhanced Chat and all of its automated setup settings in Salesforce Go. | Required for Einstein Service Replies for Chat. |
| Turn on Einstein Generative AI | Enables Einstein Generative AI. | Required for Service Replies. |
| Turn on Einstein Service Replies for Chat | Enables Einstein Service Replies for Chat. | Required for Service Replies for Chat. If you don't want to use Service Replies for Chat, you can turn off this setting. |
| Turn on Einstein Service Replies for Email | Enables Einstein Service Replies for Email. | Required for Service Replies for Email. If you don't want to use Service Replies for Email, you can turn off this setting. |